Daryl A Harlow
Denver,CO
Summary
General Manager with extensive experience in auto collision repair. Successfully rebuilt teams and improved operational efficiency, increasing customer satisfaction as reflected in Google review ratings from 3.2 to 4.7. Established partnerships with key insurance carriers, driving profitability and ensuring high-quality service delivery.
Overview
11
11
years of professional experience
1
1
Certification
Work History
General Manager
Rickenbaugh Collision Center North
Denver, CO
12.2023 - Current
- Rebuilt and strengthened relationships with key insurance carriers, successfully securing partnership with Progressive across all three locations under the SWE program
- Implemented standardized operating procedures (SOPs), improving customer satisfaction and increasing Google review ratings from 3.2 to 4.7
- Partnered with leadership across multiple locations to standardize processes, improving consistency in customer experience, repair quality, and operational efficiency
- Oversaw daily operations, ensuring delivery of high-quality collision repair services and maintaining operational standards.
- Coordinated training programs for employees to enhance skills and knowledge.
- Developed customer service strategies that enhanced client satisfaction and retention rates.
- Evaluated performance metrics to identify areas for process improvement.
- Managed daily business operations, including budgeting, staffing, scheduling, inventory control, customer service, and sales to drive overall performance.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Tracked monthly sales to generate reports for business development planning.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
General Manager
Schomp Collision Center
Denver, CO
07.2022 - 12.2023
- Led full operational rebuild during facility transition, recruiting and developing a new team while maintaining monthly profitability
- Managed complex logistics during active construction and dealership demolition, ensuring uninterrupted operations
- Oversaw daily operations to ensure high-quality collision repair services.
- Implemented safety protocols to maintain a secure work environment.
- Managed daily business operations, overseeing budgeting, staffing, scheduling, inventory control, customer service, and sales to ensure seamless functionality.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Reduced key-to-key cycle time from 40+ days to approximately 20 days, significantly improving throughput and customer satisfaction
- Tracked monthly sales and generated reports to support business development planning and inform decision-making.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Conducted meetings with senior management team to assess progress toward objectives and align strategic initiatives.
Auto Body Shop Manager
Family Auto Collision
Arvada, Colorado
10.2020 - 07.2022
- Managed daily operations of family-owned auto body shop.
- Supervised and trained staff on repair techniques and safety procedures.
- Scheduled and coordinated repair jobs for efficient workflow.
- Maintained inventory of auto parts and equipment supplies.
- Ensured compliance with industry regulations and safety standards.
- Communicated with customers regarding repair processes and timelines.
- Developed relationships with insurance companies for claims processing.
- Worked closely with customers throughout the repair process to answer questions and address concerns promptly.
- Developed strategies to increase profitability and efficiency in the shop.
Auto Damage Appraiser
National General Insurance
Denver, Colorado
04.2018 - 06.2020
- Identified and reported trends in auto damage and repair costs to management, informing strategic decisions.
- Conducted inspections of vehicles at various locations, ensuring thorough evaluations.
- Negotiated final damage estimates using strong communication skills.
- Explained appraisal processes and findings to policyholders, enhancing their understanding and satisfaction.
- Reviewed and analyzed vehicle damage to determine repair costs.
- Took photographs and wrote detailed summaries to document damage.
- Determined salvage value for total-loss vehicles.
- Managed heavy workload of ongoing cases thanks to strong organizational, time management, and collaboration skills.
- Provided policyholders with advice regarding vehicle repairs and body shop procedures to maximize customer satisfaction.
Auto Body Production Manager
Radley Chevrolet
Stafford, Virginia
03.2015 - 04.2018
- Oversaw daily production operations to ensure efficiency and quality standards.
- Managed staff schedules and coordinated team assignments for optimal workflow.
- Monitored inventory levels and coordinated supply orders as needed.
- Monitored the daily operations of the production team, providing guidance and support as needed.
- Conducted regular meetings with staff to discuss progress and address any issues or concerns.
- Monitored equipment, checked supplies and coordinated manpower to meet expected demand.
- Ensured that all safety policies and regulations were followed in accordance with company standards.
- Created SOPs and documented system, planning criteria and procedures.
- Resolved conflicts among personnel within the department when necessary.
Education
High School Diploma -
Meadowbrook High School
Richmond VA06-1990
Bachelor's Degree - General Studies
Virginia Commonwealth University
Richmond, VASkills
- Operations management
- Cycle Time Reduction
- Process optimization
- SOP development
- Customer service strategies
- Operations & Team Leadership
- Team management
- Employee training
- Relationship management
- Insurance Relations & Negotiation
- Conflict Resolution
- Problem solving
- Time management
- Performance enhancement
- Customer experience
- P&L management
Certification
I-CAR Platinum
Accomplishments
- Progressive SWE Program Expansion - Rickenbaugh Collision Centers
- Initiated and led discussions with Progressive leadership and appraisers to rebuild trust and establish new partnerships
- Demonstrated operational improvements and a collaborative approach, differentiating current leadership from prior management
- Secured SWE program participation across all three locations, generating an average of 40 claims per month
- Strengthened long-term insurer relationships through consistent communication, transparency, and fair repair negotiations
Timeline
General Manager
Rickenbaugh Collision Center North
12.2023 - Current
General Manager
Schomp Collision Center
07.2022 - 12.2023
Auto Body Shop Manager
Family Auto Collision
10.2020 - 07.2022
Auto Damage Appraiser
National General Insurance
04.2018 - 06.2020
Auto Body Production Manager
Radley Chevrolet
03.2015 - 04.2018
High School Diploma -
Meadowbrook High School
Bachelor's Degree - General Studies
Virginia Commonwealth University